Sandeep Yadav
Sr. Manager : ITS
Noida,India
Summary
8+ years of managerial experience in infrastructure, security planning, Project Management and operational streamlining. Recognized for system improvements and positive leadership style.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
Sr. Manager : ITS
Clarivate
Noida, India
06.2019 - Current
- Lead and manage a global team to triage, troubleshoot, resolve production issues and incidents.
- Working knowledge of network, systems, applications, SaaS, and cloud technologies.
- Major incident manager and participation in all High Priority (P1) issues.
- Global management of SLAs/ KPIs for call and chat support team for all Products and Business Applications
- Collaborate with multiple internal stakeholders to drive operational efficiency via solving issues and optimizing processes to ensure the successful delivery of service levels
- Own key metrics to monitor business objectives and present business reviews to senior management
- Define and champion product vision both internally and externally, conducts training sessions for respective teams
- Own progress of product(s) through product development life cycle, identifying risks and opportunities, keeping senior management informed
- Contribute to BizTech Global Operations strategy, to ensure efficiency and scalability of services
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Exceeded goals through effective task prioritization and great work ethic.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
EUC Manager and Analyst
HCL Comnet, Jardine Lloyd Thompson
Noida, Uttar P
12.2015 - 06.2019
- Global lead for service desk and DC Ops team
- Managing team Rosters, Audits and teamwork, quality parameters
- Global lead for service desk, GAM, ICC and RDS team
- Expertise in Service integration and management (SIAM)
- Managing Team strength of 29 Agents for their availability and productivity.
- Discovered root causes of problems and identified appropriate solutions.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Queried databases for information needed for report processing.
- Installed system updates to address vulnerabilities and reduce security issues.
- Performed quality assurance to meet appropriate standards and facilitate improvement of processes.
- Cultivated relationships with industry leaders and within company to share tips and information.
Senior Technical Support Officer
Convergys, AT
Gurgaon, HR
08.2014 - 12.2015
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed over 50 calls per day with perfect customer satisfaction score.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Exceeded goals through effective task prioritization and great work ethic.
- Collaborated with team members to achieve target results
Education
B. Tech - Electronics and Communication Engineering
Maharishi Dayanand University
Haryana 05.2010 - 05.2014
Skills
ITILv4 certified: Proficient ITIL incident, change and problem management Well experienced in ITIL service management tools
Certification
ITIL V4, Foundation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lean Foundation
06-2022
ITIL V4, Foundation
03-2021
Jira Software : Advanced Administration
09-2020
Project Management Foundation
09-2020
Exam Prep : AZ900
06-2020
Sr. Manager : ITS
Clarivate
06.2019 - Current
EUC Manager and Analyst
HCL Comnet, Jardine Lloyd Thompson
12.2015 - 06.2019
Senior Technical Support Officer
Convergys, AT
08.2014 - 12.2015
B. Tech - Electronics and Communication Engineering
Maharishi Dayanand University
05.2010 - 05.2014
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